Customer Success Manager, Europe (Academic and Corporate)
Job Overview
Job Title: Customer Success Manager, Europe (Academic and Corporate )
Contract: Permanent
Salary: £52,989 - £58,887
Location: BMA House, London - UK (Hybrid)
Application Closing Date: Friday 29th November 2024
Job Purpose
BMJ Group is one of the world's leading healthcare knowledge providers with a vision for a healthier world. We influence health policy and practice, and our products and services are used by leading healthcare organisations, research institutes and companies around the world.
We’re looking for a dynamic and confident Customer Success professional to work with some of our most valued customers, ensuring an excellent experience at all stages of their journey with BMJ Group.
This critical role requires an excellent communicator and influencer with experience of the research landscape and a passion for customer service. The role also involves European travel, meeting with and presenting to some of the most influential research institutions in the world.
If this is you, please get in touch. In return we can offer you a varied and interesting role with an innovative and competitive global company.
Key Responsibilities
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Customer Relationship Management: Building strong relationships with and expanding your networks beyond the purchaser to other stakeholders.
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Leading Evaluations: Designing and implementing evaluations for major customers, setting clear success metrics and measurable outcomes.
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Increasing customer value: Using customer and data insights to identify unmet needs and introducing new products in discussions with customers where appropriate. Conducting annual account reviews.
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Demonstrating impact: Working with customers to develop testimonials, case studies and other materials demonstrating the impact of BMJ’s products and services.
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Onboarding and Engagement: Ensuring successful onboarding of new customers and leading strategies to encourage adoption of BMJ Group’s products and services.
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Event Delivery: Executing customer training sessions, workshops and events. Attending industry conferences.
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Collaboration: Working with Product, Sales, Customer Support and Marketing colleagues to ensure overall customer success.
Skills & Experience
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B2B customer success experience, preferably in STM.
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Expert in creating rapport with customers and senior stakeholders, ideally in an academic setting
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Confident and polished presenter, equally at home in one-to-one and large group settings
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Adept at using data for storytelling and demonstrating impact to customers
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Experience of working effectively in a matrix, engaging and influencing multiple internal stakeholders and teams
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Knowledge of and interest in the research landscape, journals/open access, trends, and competitors
Why work for us
Help us create a healthier world. We are a global healthcare knowledge provider. We publish The BMJ, one of the world’s most impactful medical journals and over 70 influential speciality journals. We offer digital tools to help health professionals worldwide tackle critical healthcare challenges. Find out more about us here.
Flexible Work and Workplace Perks
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Flexible work available to all employees: Remote first; Core hours; 9-day fortnight
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Discounted onsite gym and fitness classes
Generous benefits
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Generous double-matching employer pension contribution, up to 12%
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Discounted dental and travel insurance
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Seven x salary life assurance cover and a generous income protection package
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Discounted gym membership, cycle-to-work and season ticket loan
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Discounts for retail and leisure products through yourReward
Work-life balance and wellbeing
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Twenty-five days holiday + bank holidays + a BMJ Day off.
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Additional holiday through long service; buy up to 5 additional days
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Leave for moving house, volunteering or getting married
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Concierge service Seniorcare by Lottie
Equity, Diversity and Inclusion
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Equity, Diversity and Inclusion are not buzzwords to us, but fundamental company priorities
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We believe that a diverse workforce brings unique strengths and insights, enabling us to better serve our customers and drive positive change in our industry.
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If you are from an under-represented or historically marginalised community, we are particularly interested in hearing from you.
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Join our employee-led networks focusing on Gender, Race and Cultural Diversity, Sexual Orientation, Mental Health and Well-being, Parents and Carers and Age.
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Disability Confident Committed employer
Learning & Development
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Personal development plan
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Mentoring scheme
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Career Coaching
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Opportunities to pursue professional development